Skillsoft and Salesforce Join Forces to Boost Customer Support Skills with AI-Powered Learning
Skillsoft and Salesforce have partnered to help customer support teams improve critical communication skills through AI-driven learning tools. By integrating Skillsoft CAISY™ agent actions into Salesforce’s Agentforce platform and AppExchange, support teams can now practice real customer interactions with AI feedback — all without interrupting their daily tasks.
Customer expectations are high: 80% say the experience a company offers matters as much as its products. Yet many support teams struggle, with 70% facing service challenges due to inadequate training. Skillsoft CAISY™ addresses this by offering interactive scenarios that build essential skills like empathy, communication, and problem-solving.
How This Partnership Benefits Support Teams
- Real-time Coaching: Agents receive instant AI feedback during simulated conversations, helping them sharpen skills on the spot.
- Performance Insights: Managers get clear visibility into team skill gaps and can focus training where it matters most.
- Practice Without Disruption: Learning happens within existing workflows, so teams stay productive while improving.
Apratim Purakayastha, General Manager of Talent Development Solutions at Skillsoft, explains, “Customer service excellence comes from ongoing practice and feedback. Our collaboration with Salesforce brings CAISY™ directly to the tools agents already use, making training more effective and accessible.”
Tyler Carlson, Salesforce SVP of Product, adds, “Skillsoft CAISY™ delivers AI-powered training exactly when customer service teams need it, helping them improve interactions and customer satisfaction at scale.”
New Skillsoft Apps for Salesforce
Skillsoft CAISY™ for Agentforce on AgentExchange
This integration allows organizations to evaluate actual customer interactions using Skillsoft’s custom rubrics. Support agents receive actionable scores and AI coaching tips, while managers gain detailed insights for targeted team development. The result is faster, more consistent feedback and higher service standards.
Skillsoft CAISY™ for AppExchange
Embedded directly within Salesforce, this app provides support teams with interactive AI-powered practice scenarios. Whether handling an irate customer or processing a refund request, agents engage in realistic simulations tailored to their toughest cases. Immediate feedback guides them in strengthening communication and problem-solving skills.
Learn more about Skillsoft’s offerings for Salesforce here.
About Skillsoft
Skillsoft helps organizations and learners reach their full potential through personalized, interactive learning experiences powered by AI. Trusted by 60% of Fortune 1000 companies, Skillsoft addresses key challenges like skill gaps, talent retention, and digital transformation. Their platform supports over 95 million learners worldwide.
For more information, visit skillsoft.com.
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